[rt-users] reply template

[Ruslan Zakirov]

On 11/8/05, Ed Davison <bfdi533 at cbacc-security3.mccombs.utexas.edu> wrote:
> I know that it is possible to create a template that is used by various
> parts of the RT system to handle/respond to various situations.
>
> But, I have not been able to figure out how to do the following:
>
> I have a queue that handles requests for certain permissions.  Once the
> permissions have been taken care of I want to send out a "standard"
> reply with certain information in it.  But, I do not want this to be the
> "resolved" template or they would get this info every time I closed the
> ticket.  If they responded back with more questions I do not want them
> to get this "stanard reply" again.
>
> Is there a way to setup a template that can be used in this way?
Yes.

IMHO you need special scrip condition
http://wiki.bestpractical.com/index.cgi?OnResolveOnce
that triggers resolve action only once at the first time.

>
> --
>
> --------------------------
> Ed Davison
> Sr. Systems Analyst
> McCombs School of Business
> 512-232-6620 voice
>
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--
Best regards, Ruslan.